ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes
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Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Release Notes - Zurich Release
ServiceNow Otto for Telecommunications, Media, and Technology (TMT) enhances industry-specific workflows by integrating generative AI to improve insights, automate actions, and deliver superior self-service capabilities. The Zurich release introduces multiple enhancements to optimize customer support, billing inquiries, network incident analysis, and customer success management through AI-driven automation and summarization.
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Key Features
- Voice Quality Issue Resolution: Collect customer data on voice quality problems, open tickets with RADCOM, and generate resolution plans automatically.
- Risk Signal and Issue Summarization: AI-generated summaries link risk signals, issues, and their corresponding solutions and occurrences for better risk management.
- Billing Inquiry Handling: AI agents analyze billing cases, review invoices, and suggest optimized plans based on customer usage patterns.
- Network Incident Analysis: Identify historical incidents, estimate resolution times, and create actionable tasks to streamline incident management.
- Customer Success Enablement: Automatically assess account health, monitor adoption trends, trigger renewal workflows, and manage customer touchpoint meetings efficiently.
- Success and Meeting Summarization: Generate summaries for success initiatives, internal and customer plays, and enhance Zoom meeting notes with sentiment tracking.
- Knowledge Graph Utilization: Create Knowledge Graph schemas and customizable service summary cards to tailor UI actions and information presentation.
- Agentic AI for Consumer Registration: Step-by-step guidance through registration with error detection and resolution support.
- Security and Role Configuration: Additional role settings are required for agentic workflows and AI agents to ensure proper access control and execution within AI Agent Studio.
- User Interface Enhancements: Introduction of the Coral theme as default for portals and mobile with a fresh, brand-neutral design and optional dark theme.
- Now Assist Usage Measurement Update: Transition from a 365-day look-back to a burn-down model aligned with contract anniversaries for AI usage tracking.
Practical Benefits for ServiceNow Customers
- Accelerate issue resolution and customer support with AI-driven ticketing and incident analysis.
- Improve billing inquiry handling and customer satisfaction through automated plan recommendations.
- Enhance customer success management by leveraging AI insights to monitor account health and manage renewals.
- Streamline meetings and collaboration with AI-generated summaries and scheduling assistance.
- Customize user experiences with Knowledge Graph schemas and UI theme options.
- Ensure secure and compliant AI operations with configurable access controls for AI agents and workflows.
- Access Now Assist capabilities by activating the Otto for TMT plugin, integrating conversational AI and productivity tools tailored for telecommunications, media, and technology workflows.
Activation and Related Features
To enable these features, customers must activate the ServiceNow Otto for TMT plugin available in the ServiceNow Store. This activation unlocks Now Assist functionalities, including AI-powered summarization, action recommendations, and conversational interfaces integrated within Customer Service Management (CSM) workspaces, enhancing productivity and user experience.
The ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. ServiceNow Otto for Telecommunications, Media, and Technology (TMT) was enhanced and updated in the Zurich release.
ServiceNow Otto for Telecommunications, Media, and Technology (TMT) highlights for the Zurich release
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 4
- Address voice quality issues and validate tickets with RADCOM.
- Summarize the risk signal and issues records along with respective risk solution and occurrence records.
- Additional role configuration required for agentic workflows and AI agents included with your applications.
- Manage and resolve billing inquiry case requests using a team of AI agents.
- Analyze network incidents, correlate associated cases, and provide resolutions.
- Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details.
- Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings.
- Use agentic AI to quickly create consumer registrations.
See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Important:
ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Zurich Patch 4
- Address voice quality issues
- Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan.
- Risk signals and issues summarization
- Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.
- Zurich Patch 1
- Help remediate bill issues
- Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.
- Analyze network incidents
- Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.
- Support renewals and expansion
- Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.
- Trigger risk mitigation touchpoint
- Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences.
- Success summarization
- Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.
- Analyze metric data trend
- Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.
- Service summary generation
- Generate a service summary for a product inventory.
- Knowledge graph schema generation
- Use the Knowledge Graph (KG) to create Knowledge Graph schema.
- Customize a summary card for service summary
- Customize the summary card of the service summary and UI actions according to your needs.
- Register consumers using Agentic AI
- Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
UI changes
- Zurich Patch 0
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Role configuration required for agentic workflows and AI agents
- Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
Activation information
Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see Install Now Assist plugins.